Casino Extreme, Casino Brango, Casino Adrenaline, Yabby Casino Support and Complaints Thread

Hi Pharidodot, 

Please send me your casino username in PM inbox so that we can ask the casino rep to look into your account. 

@Pharidodot - We've notified the casino rep. Keep an eye on this thread for the updates. 

Hi Pharidodot ,

Thanks for contacting us,

You don't need to worry as the verification process can take up to 48 hours but  I will push for your verification.

Will keep you posted.

Kind regards

Mikey

Casino Management 

hi mikey13,

thanks for coming, sounds good, i will update the status about my verifcation process and cashout as soon after to be done, saluto

You are welcome,

I was told you have been verified, the banking department will send you an email confirming this.

This is a once-off process meaning that your further payouts will be instant.

Kind regards

Mikey

I believe it is solved now.

Could you please confirm?

Kind regards

Mikey

hi mikey13,

thanks for help me, as i promise before, i will updates the status , now my acccount has been verified and the good news is i receive the payment, very good job bro..

thanks...

hi mikey13,

yeah all done very quick, im very glad to confirm that all my problem has been solved very clear and so good, thanks again mikey13.. love you bro..

Hello Mikey. First I'd like to say I love extreme and brango they are the only casinos I play in regularly. I was hoping you can help me. I completed the Instagram bonus post a week ago and have been trying to get through to the dept who runs it but have gotten no response and I've tried the live chat support but they say theyll leave a note for the proper department but still have gotten no response. I would appreciate anything you can do. Thanks

Hi Tjb072003,

Please private message me your casino username so that we can ask the Casino Rep for assistance.

Hi Tjb072003 ,

Apologies for any inconvenience caused.

Please provide a username so that I can check?

Kind regards

Mikey

tjb072003

Tyvm ,

I beleive its been sorted now ,can you please confirm ?

Looking forward to hear back from you .

Kind regards

Mikey

it sure is thank you Mikey you don't mess around lol.  i appreciate all your help

hello mikey.  i normally have no issues when playing at brango i play there all the time.  but now this has happened before and i let it go but when the custom daily bonus says one thing and your to get so many spins after   i've been shorted spins before and now today again shorted 10 spins and it may not seem like a big deal but ya when your losing it is and it's funny it's always the same support agent that i have this problem with and he's the only one but i would suggest having what the bonus terms say and what support is giving be the same but isn't fair at all making a deposit and expecting to get what was detailed in the description only to be shorted. and on top of that when i'm asking for an explanation calmly said support agent just leaves the chat no response that is completely unprofessional and disrespectful to say the least.  someone needs to explain that to a Senior support agent D i'm sure you can figure out which one.   thank you 

@Tjb072003 - We'll ask the Casino Rep to look into this matter. Keep you posted. 

Hi Tjb072003,

Thanks for contacting me and apologies for any inconvenience caused.

Most of the bonuses we offer after depositing come with the rules and sometimes dozens of those when trying to be combined or redeemed in order is not possible due to one deposit in between rule. That said, our agents cant always redeem them because of the rules and instructions they have been provided with, which is why our agent couldn't redeem it for you.

I will be speaking to them and try to find out what happened.

Furthermore, I have added a chip to your account. In case of any issues please PM and I will immediately take a look.

Apologies once again.

Kind regards

Mikey

Casino Management 

thank you Mikey so much for the fast reply and also the chip you didn't have to do that.I appreciate what you do and how the casino is run. when there is an issue you guys handle fairly and fast. keep it up. have a great day 

So most rtg casinos state that any balance below $1 no longer have any bonus restrictions which makes sense because the the rtg system no longer shows playthrough requirements. Now to my shock and horror today after I played a remaining balance of 20 cents from a max $100 coupon to $1800 and requested a withdrawal I get rejected and introduced to a new term which to be honest is rather vague that states:

Terms of the promotions are in effect until a withdrawal is made from the promotion

Which to the literal meaning if U don't withdraw from that promotion any deposits will still be subject to that condition but then it states balance has to be below $1 before claiming a new promotion ...

Which suggests that any balance below $1 is no longer subject to bonus terms and conditions.

Now nowhere does it explain on their website how the terms of the promotion can be extinguished other than making a withdrawl from their promotion.

Now my issue is obviously the $1800 withdrawal I played from 20 cents not being honoured because if their system itself can no longer uphold the terms of the bonus once it reaches below $1 how the hell can they use such a vague and nonsensical term to void my withdrawal??? How much can they possibly lose by not following every other rtg casinos who align the terms and conditions of their bonuses with the way their system operates. If your system is telling me my balance at 20 cents has no more requirements how the hell can u throw some vague term at me to disqualify my withdrawal. You cannot have terms and conditions that conflicts with what your system! According to contract law that makes your vague term hidden in your terms and conditions VOID!!!!

It is not an excuse to say that's just your system .... Because your system legally advertises the restrictions on the balance you can not have another term to void what your system represents.... The terms and conditions of a contract must be consistent and not conflicting...

Most importantly SPECIFIC TERMS hold more weight and are given precedence over GENERAL TERMS.

What your system shows on the requirements of the remaining balance is a VERY SPECIFIC TERM! You cannot void my withdrawal with your very vague GENERAL TERM which is so poorly written and also conflicting with the way your system works.

Hi bmtt88, 

We've sent your account info the to Casino Rep. Keep an eye on this thread for the updates. 

Hi Tjb072003,

Thanks for contacting me and apologies for any inconvenience caused.

Most of the bonuses we offer after depositing come with the rules and sometimes dozens of those when trying to be combined or redeemed in order is not possible due to one deposit in between rule. That said, our agents cant always redeem them because of the rules and instructions they have been provided with, which is why our agent couldn't redeem it for you.

I will be speaking to them and try to find out what happened.

Furthermore, I have added a chip to your account. In case of any issues please PM and I will immediately take a look.

Apologies once again.

Kind regards

Mikey

Casino Management 

Why am I no longer able to get the 20% boost bonus? 

Hi Bitspender,

please provide your casino username so that the Casino Rep can advise. Thank you.

Nevermind, I just decided to stop playing there altogether. The promos there just isn't to my liken. They are geared to slots only players mainly with crazy rollover requirements and noncashable with most max cashouts. 

Account duckbray.  I just wanted to reach out because last night I did the be my Valentine code and successfully played through it legitimately I even stopped in the middle of it to live chat to double-check that the max bet during that bonus was $10 or less.  So I after a wagering way more than the requirements and went to cash out the total around $3,000 I can only do $2,500 course at a time and it left 500 in my account. With that $500 I made it to $20,000 after hitting a jackpot. Now it's my understanding once a bonus was played through I thought that it was played through I could understand maybe if they were trying to say that I couldn't collect that money off of bonus winnings. But they canceled my initial $2,500 withdraw and I never did anything besides strictly stick to the bonus terms it's just ridiculous. Either way it's a Max cashout bonus and when I hit that jackpot I was playing $10 bets on a game that has a $23,000 jackpot and it's Max bet is $10 I can't remember it and I can't look it up because they closed my account in the midst of it I can't even go and look at my history but I remember it pretty distinctively now this is ridiculous and I'm not trying to get over on anybody here but I just think casino extreme doesn't want to pay  me

Hi Rod, The casino rep has been informed. Keep an eye on this topic.

So basically just got an email stating that I do not follow the terms of service of the bonus correctly I still don't get what I did wrong my bets were all under $10 and then I went to withdraw $2500 I think something's going on because I would never have had this problem a few years ago I mean it must be a money thing because it's like they don't want to pay out players even taking a bonus there's risky in my opinion because they won't even tell me what I did too obscure the terms of service. I mean if I left a balance in there and then kept playing with it because $500 or so because I can only withdraw 2500 at a time and then won $20000 (I did) okay it sucks but I understand it I think it's picky and Petty because I tried to withdraw all of it and it didn't that was already played through to begin with. So at other RTG places like uptown Casino, once you play through the bonus money it doesn't matter what's left in your account after withdrawal but I guess here it does and the initial $2,500 I'll never see but I'm never going to play there again and I deposit a lot of money there. I should get that $2500 but I'll never see it I'll just get vague answers with no real human effort behind them to kelp me as a customer and if I'm not worth it then -expletive- them. There's too many decent casinos like the bovada group, slotto group and especially Slotland group to put up with trash like this.

Thanks for your feedback. The casino rep has been notified. Keep an eye on this topic hope he'll soon come here with the clarification of your case. 

Hi Todd ,

I will take a look at your account and check what could be done. It sucks that we must place this betting rule on every coupon due to constant bet abuse. 

This rule is not hidden and once the wagering is cleared you may either withdrawal instantly or play according to the rules up until withdrawal is made.

I will get back during the day.

Kind regards

Mikey

Casino Management 

Well I got my explanation 

Rule 7.1.w  Terms of the promotions are in effect until a withdrawal is made from the promotion

Here's your casinos explanation per the transcript

[04:43] Grayson: I understand but we do especially have a specific rule about that which states that "Terms of the promotions are in effect until a withdrawal is made from the promotion." and you can find that rule under the Terms link: https://casinoextreme.eu/terms-and-conditions#7 7.1.w

[04:45] Duckbray: yes but why does that void the initial withdrawal? It was in the process of being paid and then they cancelled it are you telling me that because of your role of only making payouts of $2,500 at a time that if a player has $2,505 in their account withdraw 2,500 of it and then start playing with that $5 you know make a couple winning wagers and then wager over $10 that you're going to take away that's $2,500 a day initially made a withdrawal from after completing wagering is that what you're telling me

[04:53] Grayson: I understand but at the time were you requested a withdrawal request you continued to play with the same bonus amount so that means that withdrawal was not completed and the remaining amount of $500 was still attached to the same bonus amount from which the initial bonus originated and afterwards you started to increase your bets and unfortunately one thing led to another which resulted in serious overbets while playing with the deposit bonus money and the balance removal. This is all covered by the casino Terms which every player accepts upon sign up.

[04:54] Duckbray: Dude that does not say that in the terms of service what you just described that says until a withdraw is is made. I made a withdrawal it doesn't say withdraw completed regardless the initial withdrawal amount which I did do has nothing to do with what I did after I made tried to make that with trough what if that money was in my Bitcoin wallet prior to me making a $10 wager so I played for like 2 hours

Good evening,

I am hoping for some assistance with this casino and a payout that was voided for no reason really. Here goes...

After the initial NDB spins provided upon registration, they issue 189 spins to be peovoded daily in sets of 21. I hadn't won on thw initial spins nor the first few sets provided. When I did win however, my winnings were voided because apparently by no error of my own, the casino willingly issued me extra sets of spins on two different occasions. They claim this was advantage play and against the rules even though they were issued to me freely. In any case, even in the event of an error regardless of whose it was it might be easier to understand if it were one of the extra sets that I won on but on this day of my win, I was issued one set and played one. I dont understand how extra spins on a previous day gives me an advantage and how I should be penalized for something not my fault to begin with. Sean the casino host in his own words agrees its not my fault but refuses to issue my payout and offers a $10 credit as soon as I make another deposit and offers to keep my account active. Wow isn't that great, I should be so thankful that the casino doesn't close my account for their error and offers me $10 after another deposit and doesn't pay me My winnings vs in this case still. I had made one deposit prior to winning and only a fool would have enough confidence in this casi o to depoait anything further considering they prpbably won't get paid again. If you could please help me retrieve my winnings I wpuld be grateful.

My username for that casino is [email protected]

I can be reached at my email on file or the one Iisted above. Thank you

Ps- the casino still issied me more spins after thia whole situation ...why would they continue to send me spins? Is it because they only have an issie if you actually win on them? Makes no sense.

Sorry to hear that, Junior562. We're going to notify the casino rep.Please keep an eye on this topic. 

I forgot to mention that earlier the supposed wonderful offer of letting me keep my account open after they kept my money for their mistake, Sean decided to close my account for my complaint to LCB. How petty amd immature. He literally told me that aonce I disnt accept his offer which I found insulting and because I decided to escalate the matter becauze he was unwilling to help, he was now withdrawing his agreement to keep my account open because thw rules that I broke by THEM sending me spins was now gping to be enforced because I coMplained....SERIOUSLY?

Hi Junior562,

I am so sorry, let me take a look at will get back to you as soon as possible.

Kind regards

Mikey
Casino Management 

Thank you so much. I really liked this casino so it would be a shame to not return. With the exception of Sean, I've experienced very good costomer service and I appreciate that you care about ypur people.

Hi Todd ,

I have checked your gameplay and I've found that you didn't make an overbet on first  $1441.59. No overbets while on wagering but you had them prior to the withdrawal request. On the contrary, after that you had 913 hands with the bets over $10, the total sum of over bet is $20312. 

This rule is in place up until withdrawal is made however you have breached the rule before that and that is the reason why our CS removed the winnings.

With all that said, and what happened with Jackpot trigger while on overbet,I am willing to add $1000 to your account once off so that you can withdraw. That's the best I can do at this point in time.

Apologies once again and looking forward to hear back from you .

Kind regards

Mikey

Casino Management 

Umm I am confused...is this response poated in the wrong location?

Hi Junior562 ,

There were some tech issues which is why you were able to get them twice a day. That being said Sean reacted according to the terms which may sound harsh but he has no power to make an exception.

We have added $50 back to your account as an exception. 

Apologies for any inconvenience caused.

Kind regards

Mikey

Casino Management 

Your is bellow :)

Kind regards

Mikey

Mikey,

One more thing I would like to mention is that initially my first cashout request was for more than the last one you see. The promotion states that there is no max cashout for these spins. Maybe when the agent made me reduce my cashout and then voided out the remainder, they had possibly confused thia promotion with the registration spins pr something? 

So technically to total cashout would be 0.01416039 BTC correct?

Hello Junior562,

Those spins comes with $50 max cashout .

Please check here : https://www.casinoadrenaline.com/promotions point 12 

Kind regards

Mikey

Casino Management 

Thanks Mikey I at least I'm glad somebody is least looking into it for me I understand that I made over bets after the withdrawal was made Mikey.  I thought that once you had put a withdrawal once you have started the process of withdrawing your money I did wait a while before I started making an over bet but I thought that once I played through the terms of service that it was no longer considered bonus money do you see what I'm saying my argument was I should at least get the first $2,500 that I went to withdraw it's not my fault you know I didn't receive the money for some reason that night took a couple hours to process with drawers but I appreciate you doing and I will definitely take something I mean the whole point of it is is that and that people on here need to know, WITH YOUR TERMS OF SERVICE ON BONUSES ALL BONUS MONEY NEEDS TO BE WITHDRAWN OUT OF YOUR ACCOUNT BASICALLY AND THEN READ DEPOSITED TO NOT BE TIED TO THE ORIGINAL BONUS SO THAT IF YOU HIT A JACKPOT LIKE I DID WE WILL GET PAID.  AND WHEN I'M TOLD THAT IT'S BECAUSE OF THIS ONE SENTENCE 7. 1. W I DON'T SEE HOW THAT CAN BE DETERMINED FROM THE THAT ONE LITTLE SENTENCE. BUT AT LEAST YOU'RE A DECENT PERSON AND TRYING TO LOOK INTO IT I WON $30,000 I WAS ONLY REALLY MAD ABOUT THE INITIAL 2500 BECAUSE I LEFT 500 IN THERE AND PLAYED WITH IT AND THEN AFTER A LONG TIME I FELT I FELT LIKE A LONG TIME I STARTED TO BET OVER $10 BUT I WAS LIKE I JUST THOUGHT TO MYSELF IT WAS NOT TIED TO THE BONUS ANYMORE IT WASN'T WAGERING IT DISHEARTENING TO NOT GET A JACKPOT BECAUSE  OF TERMS OF A BONUS I WASNT ABLE TO SEE.  BUT THANK YOU VERY MUCH FOR THE OFFER I WILL  ACCEPY T THE $1000. I JUST LOG ON IS IT IN THERE? OR DO I HAVE TO DO ANYTHING?

In fairness Casino extreme did credit me with a one-time payment of $1,000 payable cash no wagering or no bullshit like that then I was able to then withdraw so my opinion has changed back obviously to 5 out of 5 because I was a bit salty about not getting the jackpot money. although it would have been nice the fact that they compensated me in some manner shows that they're not like a lot of other casinos and that Mikey and a supervisor name Nick hello I talk to when I could not get a hold of Mikey are legit straight up dudes that kept their word.  I guess lesson learned is make sure from here on out that I read all terms of any bonus and if it's not specific how even get online and ask via chat because it was a policy of their bonus money that I was not aware of and they are still willing to compensate as I did play through the bonus terms.  Thanks Mikey and neck and casino extreme for being totally decent and upfront about it.

I made a bonus free deposit and won $100  in the 'extreme weekend' tournament last weekend (50 cent buyin, 50 cent add ons, $150 Chip Prize Pool). 

Yesterday I made a LCB shop purchase for a $20 bonus as Casino Extreme and it was denied with the following explanation:

Casino Extreme denied your request because "deposit required to qualify". Your last action was a free promo

 

Is it really considered a free promo if there's an entry fee for the tournament?  I could understand if it was a free tournament, but I paid 8 or 9 bucks in entry fee and addons.  

Also, the $100 prize had a $50 max cashout, kind of lame imo.  Whether it's a $100 or a $10,000 chip really doesn't matter if it's a $50 max cashout.

Hi finallyfinally,

We'll ask the casino rep for the explanation. Have you participated in their standard tourney? 

Yeah, it was their regular weekend tournament.  .50 buyin and .50 add ons, and you can only play with funds deposited without a bonus.

It's not a big deal, I just bought another bonus for somewhere else, just wanted to clarify.

Thanks for the info. We'll ask the casino rep. Could you please private message me your casino username?

Hi finallyfinally ,

Apologies for any inconvenience caused.

The event log and history are bit messy so the agents didn't know how to handle. Not their mistake they did it according to the rules but some rules are not clear enough.

Anyway, I have added this bonus to your account.

Apologies once again.

Kind regards

Mikey
Casino Management 

This is a complain for Casino Adrenaline...

Before playing I specifically asked what the cash out max was for free spins. I was told  $50 or the equivilent in whatever currency. So in bit coin that would be about 10mbtc considering the price of bit coin at the moment. I had about 52 mbtc before my play through was met. When I met the play through my balance was brought all the way down to 5mbtc. When I tried to have this corrected I was then told that 5 was the max cash out. I was told $50, before playing, I was told $50/in the beginning of through chat until I asked it be corrected now to change into 5mbtc instead of $50/as told leaves it to be about $25 with tjr price of bitcoin and I don't think that's fair. If you could please adjust through amount to the equivelant of $50/I think its only fair and I would appreciate it. Also, the friend who referred me actually cashed out 10mbtc the day before to equal $50. These things should be consistent for everyone.

My username is [email protected]

• Thank you